Bill Quiseng

MAY 13, 2024

Your brand is not a result of your marketing actions. Your brand is the result of customers’ perceptions of your customer service actions. On social media, customers are talking about you whether you like it or not know it or not. World-class or no class. And if they’re not talking world-class or no class, they’re simply not talking about it all. So, when it comes to your customers and customer service, don’t be just good.

Brands 148

Brands Social Media Customer Service Marketing 148

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have change

Article 76

Article Customer Service 2024 Loyalty Programs 76

West Monroe

MAY 13, 2024

Many middle-market manufacturers with high-growth aspirations—whether through organic means, acquisitions, or a combination of both—eventually encounter challenges to sustaining their trajectory. The most common concern we hear? Resource constraints. Growing strategically takes bandwidth—but bandwidth is in short supply: “We don’t have enough people” or “the people we do have don’t have the time—they’re too busy keeping the lights on.

Transportation 52

Transportation Technology Consumers Competitive Advantage 52

CSM Magazine

MAY 13, 2024

The key to truly standout service? It’s all about how closely organizations stick to their promises, spelled out in Client Service Level Agreements (SLAs). Think of these not merely as contracts but as guarantees – heartfelt assurances about the service level clients can expect. To keep those quality levels sky-high, mentoring our agents isn’t just important—it’s absolutely necessary.

Connections 52

Connections Magazine Culture Metrics 52

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

West Monroe

MAY 13, 2024

Many middle-market manufacturers with high-growth aspirations—whether through organic means, acquisitions, or a combination of both—eventually encounter challenges to sustaining their trajectory. The most common concern we hear? Resource constraints. Growing strategically takes bandwidth—but bandwidth is in short supply: “We don’t have enough people” or “the people we do have don’t have the time—they’re too busy keeping the lights on.

Transportation 52

Transportation Technology Consumers Competitive Advantage 52

CX University

MAY 13, 2024

Imagine a world where your favorite retail store had a virtual assistant waiting at the door, ready to greet you, understand your needs, and guide you seamlessly through your shopping experience. This is the reality that chatbots are bringing to the forefront of customer service. Just as the invention of the ATM revolutionized banking by providing 24/7 access to financial services, chatbots are transforming the way companies interact with their customers, offering instant support, personalized r

Customer Experience 52

Customer Experience 2023 Omnichannel 2018 52

CSM Magazine

MAY 13, 2024

A new study by Genesys reveals that people of all ages are open to artificial intelligence provided it enhances their customer service experiences. The study explores the varying attitudes towards AI across different age groups, highlighting varying levels of enthusiasm yet a shared recognition of its possible advantages for improving customer interactions.

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2030 Customer Service Virtual Agent 2023 52

Customer Enthusiast

MAY 13, 2024

“That business purpose and business mission are so rarely given adequate thought is perhaps the most important cause of business frustration and failure.” This Peter Drucker quote is a driving force in my work with clients to identify, instill, and reflect purposeful actions and behaviors that will attract and retain engaged employees and loyal customers. … Continue reading "Does purpose resonate with your team?

Engagement 57

Engagement Customers Leadership Management 57

West Monroe

MAY 13, 2024

Many middle-market manufacturers with high-growth aspirations—whether through organic means, acquisitions, or a combination of both—eventually encounter challenges to sustaining their trajectory. The most common concern we hear? Resource constraints. Growing strategically takes bandwidth—but bandwidth is in short supply: “We don’t have enough people” or “the people we do have don’t have the time—they’re too busy keeping the lights on.

Transportation 40

Transportation Technology Consumers Competitive Advantage 40

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

SurveySparrow

MAY 13, 2024

Ever fill out a school survey and think, “Wow, this hit a nerve”? For me, a seemingly ordinary mental health survey became a turning point. It shed light on struggles I hadn’t entirely admitted to myself, sparking a journey of self-discovery. Seeing the impact of that mental health survey got me thinking. Shouldn’t all students have access to tools to help them navigate the emotional rollercoaster of school?

Demo 52

Demo Feedback Management Culture 52

Strativity

MAY 13, 2024

The post The Advantages of Acquia Personalization to Drive Transformative Customer Experiences appeared first on Material.

Customer Experience 52

Customer Experience Customers 52

dscout People Nerds

MAY 13, 2024

In a complex give and take between product design, UX, and research, Vodafone’s team created a custom scoring process that made every step from discovery to validation ring clear.

Customers 52

Customers 52

Strativity

MAY 13, 2024

The post The AI Revolution in Retail: Elevating Tomorrow’s Customer Experiences appeared first on Material.

Retail 52

Retail Customer Experience Customers 52

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

Uplight

MAY 13, 2024

Energy bills are reaching 10% of the average American’s annual spend, and adoption of distributed energy resources (DERs) like rooftop solar and electric vehicles (EVs) are growing at an unprecedented pace. Both of these result in energy-related decisions like how to electrify affordably or which rate to choose becoming more top of mind. Consequently, offering Read More The post Uplight’s Developer Platform: Decisions Made Easy for Customers and Utilities appeared first on Uplight.

Customers 52

Customers Insights 52

CSM Magazine

MAY 13, 2024

One of the challenges office space designers face is to make the best use of the available space while ensuring a high-quality work environment. Solutions such as office phone booths and acoustic meeting pods, which offer the privacy and tranquility needed to focus and work effectively, are becoming popular. Although they both provide the primary function of noise reduction, the two options vary slightly.

Innovation 52

Innovation Technology Connections Communication 52

Clarivate

MAY 13, 2024

The United States health insurance market is seeing some of the largest enrollment changes ever, resulting in significant disruption in medical and drug coverage for millions of Americans. Medicaid and health insurance exchange enrollment is shifting dramatically across the U.S. following the end of the COVID-19 public health emergency, which lapsed in May 2023.

Insurance 52

Insurance 2024 Marketing 2025 52

Forrester's Customer Insights

MAY 13, 2024

In Forrester’s Marketing Survey, 2024, nearly 900 global B2B Marketing executives and operations leaders indicated they expected an overall Marketing budget increase. Breaking that down further, 67% expected their technology budget to increase, 62% anticipated a larger programs budget, and even 59% projected to spend more on personnel.

B2B 39

B2B 2024 Marketing Technology 39

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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BirdEye

MAY 13, 2024

Are you tired of guessing your audience’s preferences and the keys to a successful marketing campaign? Imagine having a crystal ball that reveals exactly what makes your audience tick. That’s precisely what audience insight tools do. These tools enable you to uncover trends and audience interests, allowing you to run well-targeted campaigns that propel your business forward.

Insights 64

Insights Social Media Multi-Channel 2024 64